Reservation Coach

class="jobdescription"> POSITION DETAILS Position Title : Reservations Coach (Supervisor) Reports to (title) : Operations Manager Targets : Determined on a Monthly basis by Management POSITION SUMMARY: Position is responsible for conducting orientation to new Reservations Specialists and introduces them to the pre-cruise sales and service process. Develop individual coaching plans and provide resources and assistance. This role determines training needs analysis; observes sales and service transactions with trade partners and guests, conducts coaching and develops performance improvement plans, submit performance reports on target KPIs, and meeting regularly with the Leadership Team. ESSENTIAL DUTIES AND RESPONSIBILITIES: Coach Reservations specialists to assess their sales and service ability needs to maximize sales conversion rate, deliver accurate resolution, caller satisfaction, and ability to manage their calls effectively Handle complex reservation issues and escalations Design and develop training needs, as well as create a training focused culture that is consistent across the team Ensure all staff receives ongoing sales and product/system trainings related to the business KPIs and provides constant follow up thereafter Evaluate skill sets and knowledge of the reservations team; provide feedback and documentation to develop performance improvement plans Communicate and interact effectively with decision makers, at all levels internally and externally Adhere to all company policies, procedures and business ethics codes Other duties as assigned by Manager QUALIFICATIONS, KNOWLEDGE, & SKILLS : · Strong knowledge of the sales and service processes · Ability to engage and connect positively with each team member · Ability to multitask effectively and ensure that all tasks are completed with full certainty and accuracy · Excellent customer service skills to assist and handle guest escalations Ability to motivate a team to specified targets Ability to read, process, and understand various reports to analyze team member performance across goals and targets set forth by management Ability to effectively coach and remediate team members who are not meeting targets and/or KPIs determined by leadership Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively and demonstrate high integrity. Maintain professional internal and external relationships that meet company core values. Work both in a small local team and within a larger global team in a highly motivated, competitive environment toward a common goal. Proactively establish and maintain effective working team relationships with all support departments. Apply now » Apply now Apply Now Start applying with LinkedIn Start Please wait... Find similar jobs: Careers Home Top Jobs View All Jobs Royal Caribbean Corporate Site Applicants with Disabilities Opens in a new tab. Opens in a new tab. Opens in a new tab. Copyright © 2021 Royal Caribbean Group. All rights reserved. × Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. Required Cookies These cookies are required to use this website and can't be turned off. Required Cookies Show More Details Required Cookies Provider Description Enabled SAP as service provider We use the following session cookies, which are all required to enable the website to function: "route" is used for session stickiness "careerSiteCompanyId" is used to send the request to the correct data center "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another Cookies from provider SAPasserviceprovider are required and cannot be turned off Advertising Cookies These cookies serve ads that are relevant to your interests. You may freely choose to accept or decline these cookies at any time. Note that certain functionality that these third parties make available may be impacted if you do not accept these cookies. Consent to all Advertising Cookies Show More Details Advertising Cookies Provider Description Enabled LinkedIn LinkedIn is an employment-oriented social networking service. We use the Apply with LinkedIn feature to allow you to apply for jobs using your LinkedIn profile. Opting out of LinkedIn cookies will disable your ability to use Apply with LinkedIn. Cookie Policy Cookie Table Privacy Policy Terms and Conditions Consent to cookies from provider LinkedIn AddThis Google Analytics is a web analytics service offered by Google that tracks and reports website traffic. Cookie Information Privacy Policy Terms and Conditions Consent to cookies from provider AddThis Confirm My Choices Accept All Cookies //<![CDATA[ j2w.SSO.init({ email : '', enabled : false, jobID : '1431818700', locale : 'en_US', tcaction : 'job', logoutDefaultPath : 'jobs.royalcaribbeangroup.com', usingRD : true }); // This code is to deal with empty e-mail strings on back button clicks to the page when first logging in. $(window).on( "load", function () { if (''.length && !j2w.SSO.getEmail().length) { $.ajax({ type : 'GET', url : '/services/security/email', success : function (data) { if (data.email.length) {